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Service Delivery & Service Level Management in Grid Infrastructures (gSLM)
Start date: Sep 1, 2010, End date: Aug 31, 2012 PROJECT  FINISHED 

Service Level Management (SLM) is considered a vital discipline in the management of today's information technology infrastructures. The widespread and commonly approved international standard for IT Service Management, ISO/IEC 20000, describes the objective of Service Level Management as follows: To define, agree, record and manage levels of service. All of these aspects are crucial when bringing the new e-Infrastructure technologies, processes and services to new user communities. Only by having a framework for establishing a common understanding of these four aspects of the services provided and used, can the e-Infrastructure maintain a sufficient "customer satisfaction" on sustainable level.However, SLM has not been successfully implemented and deployed in any of the next generation IT infrastructures (e-infrastuctures). To remedy this situation, grid environments are seen as a very promising starting point. By establishing grid-wide service catalogs and service agreements between customers and a virtual grid provider, grid services can be delivered in a more deterministic fashion. As the cross-organisational collaboration models are evolving rapidly in the Grid domain through the EGI initiative, gSLM project can act as a crucial enabler for the application of grid technology and the grid concept in general also in environments where predictable service utility and warranty are seen as significant requirements.The goal of the proposed gSLM project is to bring together European experts from the grid and service management community and promote the development of SLM solutions that are well tailored to the requirements of and operational conditions in the e-infrastructure service provision today and in the future.
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